In my cases I had to set X-OTRS-CustomerNo in the filters
On Fri, Apr 24, 2009 at 9:32 PM, Rachid Zarouali <rachid.zarou...@nic.fr>wrote: > OK maybe i've misspelled, > here is my case > > let say that my adress is : My Email <my.em...@domain.com> > i send an email to the OTRS system which respond at : my.o...@domain.com > my email from : My Email <my.em...@domain.com> is put in mycompany queue. > > my issue is , when i try to log using the customer interface using > login : my.em...@domain.com > pass: mypasswd > > i can't see my ticket in there :( > > the ticket seems to be associated with the right email because when i use > the agent interface, > i can zoom on my tickets and see all tickets linked to the customer : > my.em...@domain.com > > i can also use the search interface and search for the customer : > my.em...@domain.com and it gives me the list of all tickets associated > with this email . > > am i clearer? :-) > Rachid > On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote: > > By "redirected to ORTS" what do you mean? > > > > As I read your question it sounds like you have an email address, say > hel...@domain.com that your customers send their support requests to. The > request is then forwareded to another address that ORTS scrapes with its > mail script. > > > > If this is true then I think the issue is how the mail is forwarded. > Because, if the above is true, all the email comes to otrs from the same > address, that address is the customer. For OTRS to associate a ticket with > a customer from the automated email script, the email address in the from > field MUST match what is in the customers record, otherwise the tkt is > assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake > user with only one piece of info in its record, that being the email > address. > > > > I had a similar problem where some of our users have email addresses like > abc1234 and others are an alias. As our LDAP doesnt have the alias only the > username, some messages come in to a user like j.adams or jadams but not > jla3114. > > > > > > > > Jeremy Adams > > PC Support Specialist I > > Cedar Valley College > > 972.860.8086 > > > > > > > > > > > > > > >>> Rachid Zarouali <rachid.zarou...@nic.fr> 04/24/09 10:55 AM >>> > > hy all, > > > > i have a strange issue on OTRS, let me explain, > > i have customers which send email to an adress which is redirected to > otrs. > > i can see the email in the OTRS agent interface > > the from in the email address is the same of the customer account > > but when i try to log on the customer interface with the username and > password of the customer , i can't see tickets that have been created when > he sends email to the OTRS system. > > > > anyone have a clue ? > > > > Rachid > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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